Why are my Email Campaign Performance metrics not updating?

created April 23, 2013 15:45

If you've sent out an email using Soapbox Mailer, you might find that your Email Campaign Performance metrics (the opens, clicks, bounces, etc in your Campaign record view) are not updating. Here's a few troubleshooting items to investigate.

1) Ensure that your Campaign Member Type is set to "Soapbox Mailer".

The most common reason why you might not have your Campaign Member Type set to "Soapbox Mailer" is because you've created this Campaign record by cloning another Campaign record.

Salesforce chooses the Campaign Member Type based on the default Campaign Member Type for your user profile, so unless you've chosen "Soapbox Mailer" as your default Campaign Member Type for your user profile, it will likely by something other than "Soapbox Mailer".

To change your Campaign Member Type for your Campaign, simply add the Campaign Member Type field to the page layout, and then go to your Campaign and change the Campaign Member Type for that record.

Now that you've changed your Campaign Record Type and your Campaign Member Type, you need to take one more step to update the campaign statistics: editing a Campaign Member record to trigger the summaries to appear on the Campaign record.

Within your Campaign record, click on any of the Campaign Member records' "Edit" link. On the subsequent Campaign Member record, edit any of the checkbox fields (such as the Unsubscribe field), and click the Save button. Then, go back and re-edit this record back to its original state by going back into the edit view for this Campaign Member record and undo whatever change you made.

As soon as you make an edit to a Campaign Member record that changes any of the checkbox fields, all of your campaign statistics will appear.

2) Important HTML code is missing from your Email Template

Make sure that your email template, at a minimum, has the following at the top of it...

<html><head></head><body>

...and the following at the bottom of it...

</body></html>

Now when you send your email, it will have the basic properly formatted HTML code.

3) Ensure that your Site is active

If the Site you created in conjunction with Soapbox Mailer is not in an "active" state, you won't be able to collect campaign performance metrics. Go to Setup > Build > Develop > Sites and make sure that your "Soapbox Mailer Email Tracking" Site is "active".

4) Check your Campaign object's sharing rules

In order to record changes on the Campaign Member record, your Salesforce user and Soapbox Mailer app needs to have access reading the Campaign object. Here's what you can do to make sure that's happening properly.

Under the Organization-Wide Defaults section, look for the Campaign object permissions. If the Campaign object has its Default Access listed as "Private", it means that by default, your Campaign object will not be accessible by Soapbox Mailer. Continue to Step 3. If it says anything else, you can skip the rest of this troubleshooting.

In the dropdown list next to "Managing sharing settings for:", choose the "Campaigns" object.

On the Campaigns sharing settings page, under the "Campaign Sharing Rules" section, click the New button.

In order to record changes on the Campaign Member record, your Salesforce user and Soapbox Mailer app needs to have access reading the Lead object. If your Lead object's organization-wide sharing rule is set to "Private", you'll need to take action. Here's what you can do to make sure that's happening properly.

Under the Organization-Wide Defaults section, look for the Lead object permissions. If the Lead object has its Default Access listed as "Private", it means that by default, your Lead object will not be accessible by Soapbox Mailer. Continue to Step 3. If it says anything else, you can skip the rest of this troubleshooting.

In the dropdown list next to "Managing sharing settings for:", choose the "Leads" object.

On the Leads sharing settings page, under the "Lead Sharing Rules" section, click the New button.

In order to record changes on the Campaign Member record, your Salesforce user and Soapbox Mailer app needs to have access reading the Contact object. If your Contact object's organization-wide sharing rule is set to "Private", you'll need to take action. Here's what you can do to make sure that's happening properly.

Under the Organization-Wide Defaults section, look for the Contact object permissions. If the Contact object has its Default Access listed as "Private", it means that by default, your Contact object will not be accessible by Soapbox Mailer. Continue to Step 3. If it says anything else, you can skip the rest of this troubleshooting.

In the dropdown list next to "Managing sharing settings for:", choose the "Contact" object.

On the Contact sharing settings page, under the "Contact Sharing Rules" section, click the New button.

In order to record changes on the Campaign Member record, your Salesforce user and Soapbox Mailer app needs to have access reading the Account object if your Contact object's organization-wide sharing rule is set to "Controlled by Parent". If your Contact object's organization-wide sharing rule is set to "Controlled by Parent", you'll need to take action. Here's what you can do to make sure that's happening properly.

Under the Organization-Wide Defaults section, look for the Contact object permissions. If the Account object has its Default Access listed as "Private", it means that by default, your Account object (and therefore your Contact object when set to "Controlled by Parent" will not be accessible by Soapbox Mailer. Continue to Step 3. If it says anything else, you can skip the rest of this troubleshooting.

In the dropdown list next to "Managing sharing settings for:", choose the "Account" object.

On the Account sharing settings page, under the "Account Sharing Rules" section, click the New button.